To create a journey from scratch, click Create Journey on the Journeys screen. In the panel that appears on the right, select + Create from scratch, as shown below, and perform the following steps:
In the panel that appears, provide a clear name for the journey, such as Onboarding Designers.
Add a brief description to explain the purpose or context of the journey.
Under Journey Type, use the drop-down menu to select the desired journey type. This step helps you group similar journeys together, making it easier to filter and analyze.
Click Create to proceed to the initiator configuration.
In the Initiator Configuration screen that appears, configure who can initiate this journey by performing the following steps:
Under Select initiator, use the drop-down menus to choose the appropriate Agent groups and/or Requestor groups.
Agent groups refer to users with a Freshservice license – typically service desk agents or support staff – who are responsible for handling, executing, or coordinating workflows. These users operate from within the agent portal.
All agents – This option includes every agent in your Freshservice account across all teams and workspaces. Use this option when any support agent should be able to initiate the journey.
Agent groups – This option refers to a specific set of already created agent groups. Use it to restrict initiation to defined agent teams, such as allowing only the HR Operations group to initiate a new hire onboarding journey. For more information about creating and managing agent groups in Freshservice, Create & Manage Agent Groups.
Agents in specific workspaces – This option limits journey initiation to agents working within a designated workspace, such as HR, Finance, or IT. Use this option when your organization uses multiple workspaces and you want to assign initiation rights based on workspace.
Requester groups refer to end users added as requestors in your account, such as all employees in your organization.
All requesters – This option includes all users designated as requesters in your Freshservice account. Use it when any requestor must be able to initiate a journey from the support portal.
Requester groups – This option refers to a specific set of already created requestor groups. For more information about creating and managing requester groups in Freshservice, see Create & Manage Requester Groups.
Use the Allow initiators to cancel journey requests checkbox to allow initiators to cancel a journey at any stage before it is completed. For more information about allowing to cancel journey requests, see Allow Initiators to Cancel Journey Requests.
Under Create Initiator Form, drag and drop the desired field type from the left panel into the form, as shown in the image below. For more information about all the options available in form creation and how to use them, see Create the Initiator Form.
Note: This form will be filled out by the initiator of this journey.To archive, clone, or delete an existing field, hover over it and select the appropriate option.
To view a field’s properties, click the field to open the side panel, where you can edit the field label, choose whether it's mandatory, view the configured data source, and more. Note that the properties vary depending on the field type.
To add a new field, drag and drop the desired field type from the left panel into the form.
Review the fields, then click Save and next to proceed with configuring the Phases/Activities.
On the Phases/Activities screen that appears, click Manage Stakeholders, as shown below.
Note: You can do this at any time in the journey configuration; however, we recommend configuring stakeholders beforehand so that activities can be assigned to them appropriately.In the right panel, you can view some stakeholders, like the Initiator and the New Hire, who are added automatically from the Initiator form. You can only edit them, but you cannot delete them.
To add more stakeholders or delete some stakeholders, click the three dots next to their names. For more information about how to add, edit, and delete stakeholders from a journey, see Manage Stakeholders.
Next, create phases and add appropriate activities such as simple tasks, form tasks, tickets, and emails as required, under each phase.
To create a new phase, you can either click the + Create Phase button next to the existing phases or use the “+” icon on the right-hand side—both options are shown in the image below. For more information about creating phases and configuring trigger points, see Set up Phases.
To create activities under phases, click + Create activity. For more information about the types of activities available in the system and how to use them, see Set up Activities.
Click Publish to make the journey live. The journey will start when the first trigger condition is met.
To review the journey-level settings and control various aspects of the journey's function, click the three dots and click Settings, as shown in the image below. For more information about the Journey settings, see Manage Journey Settings.
